Ministry Service Representative

Job Title: Ministry Service Representative

Work Team: Call Center Services

Job Code: Non-exempt

Longevity Requirement: 1 year

Position Summary

Responsible for acting as a liaison between customers and Ministry Efforts. Provide ministry and product information, order entry, and resolve any emerging problems that customers might face with accuracy and efficiency. Ensure excellent service standards and maintain high customer satisfaction.

Essential Functions

• Answer incoming calls in a timely manner. Listen to the caller's questions, requests or order information and respond/process appropriately. Build a friendly rapport with callers.
• Process incoming orders or donations; processing credit card payments accurately. Ensure all payment information is handled confidently and in adherence to PCI standards.
• Acquiring strong product knowledge to have the ability to answer any questions about products, devotionals, or the ministry in general. Being resourceful to find answers for callers/ability to research.
• Ability to handle complaints and defuse customers if needed. Use best judgement in a wide variety of situations to accommodate a customer if appropriate.
• Update and manage customer database.
• Collect customer feedback on devotionals, products, themes, etc. and provide feedback to management.
• Outbound and follow up calls to customers. Returning customer calls received after hours from our third-party Call Center. Circling back to customers with answers to their questions that needed further research.
• Training/onboarding of new Ministry Service Representatives.
• Ability to meet or exceed quality standards and Call Center metrics.
• Cross train in other Call Center areas of responsibility.
  
  

Job Specifications

Study or Knowledge and Experience:

High school graduate. Able to assimilate and recall a network of detailed information (i.e., book codes, information list, mailing schedules and offer schedules). Requires good customer service/people skills. Good oral communication skills and voice projection. Capable of adapting to continual changes to accommodate our customers, both internal and external. Intermediate computer skills in Microsoft Windows necessary. Excellent time management and multi-tasking skills.

Strive to live a life consistent with Biblical principles and demonstrate continued growth and spiritual development.

Internal Work Environment

Internal communication is with Contact Center Services Team.

External Communication Requirements

Extensive outside phone communication with ODB Ministries’ public.

Leadership Responsibility

Stewardship of Resources:

Responsible for handling of credit card orders.